Client Support Technologist

Location: USA - Burlington, MA

Job Code: 538
# of openings: 1

Description

Demandware is a leading provider of software-as-a-service (SaaS) ecommerce solutions that enable companies to easily design, implement and manage their own customized ecommerce sites, including websites, mobile applications and other digital storefronts. Customers use our highly scalable and integrated Demandware Commerce platform to more easily launch and manage multiple ecommerce sites, initiate marketing campaigns more quickly, and improve ecommerce traffic.

Demandware is a newly public company that is rapidly growing so the right candidate will also be able to develop and scale with the Company. Demandware offers a dynamic growth opportunity along with the tools, resources and leadership to achieve your goals and accelerate your career growth.

The Client Support Technologist is a post-launch role within the Technical Support Organization assigned to one or more large enterprise accounts. They are responsible for proactively monitoring the technical aspects and overall health of the client environment. They are the Demandware subject matter expert on their assigned account’s technical configuration, as well as near and longer term plans for enhancements or expansion. They are responsible for assisting with the triage and management of critical issues, for monitoring platform performance, and guiding each account in the adoption and planning of platform, configuration or site changes.

The Client Support Technologist will create long-term relationships with their customers, developing a deep technical understanding of their Demandware implementation. You will also monitor the delivery of technical support for your assigned customers and oversee the resolution of unexpected issues, working with our technical support team and providing the appropriate business and technical context to ensure resolution.

Responsibilities:

  • Function as the Demandware Subject Matter Expert (SME) for the technical configuration of a small portfolio of large enterprise accounts
  • Develop relationships with key stakeholders and site owners & administrators within assigned accounts and act as client advocate for the overall technical health and support of their Demandware environment; Conduct checkpoint calls with clients in advance of and following Demandware releases to coordinate the smooth adoption of updates
  • Work closely with clients to understand promotional cycles and other events that drive traffic to the site, including holiday/peak calendar rhythms. Assist with tactical planning, coordination, and support for peak periods and promotional events, including load & performance testing, configuration and tuning.
  • Assist with the triage and management of critical and escalated issues; Coordinate technical resources on production related escalations
  • Hold monthly meetings with clients to review open technical issues, schedules for site changes, enhancements, new sites, and major updates/upgrades to external systems integrated to their Demandware sites.
  • Support clients with on-boarding plans for technical resources; including operations, admin and troubleshooting roles.  Provide guidance on training, coaching and mentoring of client’s technical team.
  • Responsible for the coordination of cross-functional resources (from Support, Engineering, Client Services) to support clients with the resolution of various platform issues, including platform efficiency, stability and governance issues.
  • Coordinate and work closely with the Demandware Retail Practice account owner to ensure tight coordination and alignment on all aspects of account management and communication.

Qualifications/Required Skills:

  • Minimum of 6 years relevant work experience in one or more of the following: Technical Support, Account Management or Consulting/Professional Services
  • Ability to prioritize, multi-task and perform effectively under pressure
  • Experience with cloud computing technologies; SOA, application servers, middleware, enterprise application integrations, databases, security, performance & scalability – ideally in eCommerce or similar applications (ERP, CRM) in a SaaS environment
  • Experienced with providing consulting or support to large scale, enterprise level accounts with technically complex configurations and high volumes of transactions/load
  • Previous experience as a hands-on technologist preferred - in a Solution Architect or Technical Support Engineer role
  • Experience with Demandware Commerce preferred
  • Ability to effectively lead efforts to manage complex customer requests and escalations within a cross-functional team
  • Strong communication skills with demonstrated ability to effectively communicate and influence at all levels of an organization, including executive level
  • BS/BA Degree (or equivalent)

Demandware is committed to providing Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, ancestry, sexual orientation, handicap or disability, Vietnam-era, special veteran, or any other legally protected status. This policy is established and administered in accordance with all applicable federal and state laws.



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